CRM Manager (Real Estate)

Key Responsibilities

• Manage end-to-end customer relationship management from booking to possession.
• Handle post-sales operations, including customer documentation, payment follow-ups, and agreement execution.
• Coordinate with Sales, Projects, Legal, Finance, and Facility Management teams to ensure timely customer communication and issue resolution.
• Oversee customer handover and possession activities, ensuring a smooth customer experience.
• Address customer queries, complaints, and escalations promptly while maintaining high service standards.
• Maintain accurate customer records and ensure timely updates in the CRM system.
• Monitor customer satisfaction and implement initiatives to enhance the overall customer experience.
• Prepare and present CRM reports, MIS, customer feedback analysis, and management dashboards.
• Ensure compliance with company policies, RERA guidelines, and internal processes.
• Develop and improve CRM processes to enhance operational efficiency and customer retention.

Required Skills

• Strong knowledge of CRM processes and post-sales operations in the real estate sector.
• Excellent customer handling, communication, and interpersonal skills.
• Experience in customer handover, possession coordination, and documentation.
• Strong problem-solving, conflict resolution, and negotiation skills.
• Proficiency in CRM software, Microsoft Excel, and MIS reporting.
• Ability to manage multiple projects and stakeholders effectively.

Qualification

• Bachelor's degree in Business Administration, Management, or a related field.
• MBA will be an added advantage.

Preferred Candidate Profile

• 1012 years of relevant experience in CRM/Post-Sales within a reputed real estate company.
• Proven ability to build and maintain strong customer relationships.
• Strong leadership skills with experience managing CRM teams.
• Customer-centric mindset with excellent organizational and analytical abilities.

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